Why is effective communication NOT, the most important element of customer service
Love the product - not the customer service. I have 24 new panels and battery back-up installed. No one identifies what or how to communicate what and who to discuss when system isn’t performing properly. ( someone promises, but doesn’t deliver). System states under protection, I enter a ticket, customer service doesn’t respond as they should, a week goes by, I ask to elevate concerns, delay vacation and supervisor states staff shortages, new staff, but no reason why it isn’t communicated front. I ask for follow-up, which happens 6 days after agreed date, with Canadian Solar manager not prepared to answer any of my questions, that were demanded to have a follow-up. This is just another example of companies that promise service,don’t deliver, lack accountability and consumers have no recourse ,because we have already paid. As a Canadian, this is a company that wants to use Canadian to market its product but simply doesn’t understand, that implies a standard that they are not meeting. s I stated, like the product, but when management get involved and don’t demonstrate leadership, how do you expect proper service from front line staff? We live in 3025, with more tools to communicate,but somehow seem to leave consumers with worse experiences. There simply is no accountability for treating customers this way! Do better!